Brazil, Australia, Zurich Patch 12, Zurich, Yokohama
Standalone Application
Provides capabilities to manage cards and non-cards (ACH) dispute lifecycle:
- Enhanced user experience through guided workflows and real-time visibility
- Faster time to value and streamlined maintenance
- Decision tables for internal banking policies (write-off thresholds)
Provides capabilities to consolidate requests for the Disputes Operations team handling cards and non-cards (ACH) disputes and route them through workflows to the appropriate middle and back-office teams:
- Reduced processing time and increase customer satisfaction (CSAT)
- Simplified credit card blocking and credit limit processes
- Managed credit card openings and closings on one platform
Card dispute management:
- Enables agents to create and manage dispute cases for personal and business debit and credit card accounts.
- Enables agents to create and manage ACH dispute cases (non-cards) for both personal and business deposit accounts.
- Implements a four-eyes policy for approval.
- Provides landing pages for dispute agents and dispute managers.
- Includes preconfigured email templates for sending notification emails.
- Offers end-to-end dispute management with Visa, enhancing transparency and enabling faster resolution.
Card operations:
- Manages customer credit card requests.
- Provides predefined workflows for:
- New Credit Card
- Increase Credit Limit
- Decrease Credit Limit
- Block Credit Card
- Unblock Credit Card
- Close Credit Card
- Features a dedicated workspace for credit card agents.
- New
- New backend functions are available to query the count of fraud chargebacks by financial account and card dispute transaction, enabling more precise fraud analysis workflows.
- The Refund Not Processed (credit not processed) dispute reason now triggers the merchant voucher/future-use question for travel-related merchants on Mastercard transactions, matching the existing goods/services-not-provided behavior.
- Changed
- The AI Summary component on the dispute record page has been replaced with the ServiceNow Otto context menu, providing a consistent AI-assisted summarization experience. The component is hidden on unsaved records and only appears when the Dispute Summarization skill configuration is active.
- Fixed
- Retrieving transaction inquiry results for disputes with multiple transactions no longer times out or leaves the UI spinner stuck; the inquiry now runs in a background transaction for both the initial attempt and manual re-triggers.
- The sn_bom.admin role has been granted the permissions needed to execute flows in the credit card disputes scope, resolving an access gap for administrators.
- Four Mastercard-specific account status values (FOC, ACG, CRI, SOR) are now correctly hidden on Visa dispute forms, preventing them from appearing as invalid options.
- Deletion records for 74 platform artifacts are now correctly applied on both fresh installs and upgrades, resolving a gap where they were being skipped due to update-set gating logic.
- Orphaned demo data records referencing the BOM Document scope are now removed, fixing Store certification failures on instances where that scope is not installed.
Not applicable for this application version.
- Installation:
- Financial Services Card Operations is dependent on Financial Services Operations Core, Financial Services Credit Assessment, Financial Services Document Management, and Customer Service.
- Permissions and roles:
- System administrator (admin) role is needed for the installation.